Sugar has streamlined process management, created a single source of truth and delivered a consistent approach to customer service

Sydney, AUSTRALIA – 10 January 2018 – SugarCRM Australia PTY LTD., the company that helps organisations build better business relationships, today announced it successfully supported Uniting Vic.Tas‘ transition into a single organisation.

Uniting Vic.Tas – the community services arm of the Uniting Church in Victoria and Tasmania – was born out of a merger of 24 Uniting Care agencies across the two states each with their own customer service processes. SugarCRM enabled the organisation to take a consistent and measured approach to delivering optimum customer service across both regions. It ranges from providing urgent aged care services to helping customers navigate through the National Disability Insurance Scheme.

“In light of all the changes being made to consumer directed care, aged care, employment services and the National Disability Insurance Scheme, we realised we needed to come up with a new service model,” said Clare Jennings, General Manager, Quality and Program Performance, Uniting Vic.Tas.

“We came to market looking for a tool that would allow us to future-proof the work we do for our customers and their community. We chose SugarCRM and its Elite Partner, Loaded Technologies, after going through a tender process and quickly realised that none could match their ability to build and customise exactly what we needed.”

SugarCRM’s straightforward user interface and intuitive platform, combined with Loaded Technologies’ customised, smart CRM solution, enabled Uniting Vic.Tas to have one single source of truth when it came to understanding each customer’s journey – from initial engagement through to management of the relationship and into the most appropriate type of care for that customer.

“Loaded has extensive CRM solutions experience working with clients in the community services sector, incorporating disability care, as well as aged care and other community services. We’re proud we’re able to assist community organisations like Uniting transform their organisations and deliver increasingly efficient services in a rapidly changing commercial and consumer environment,” said Jenni Deslandes, CEO of Loaded Technologies.

“Uniting Vic.Tas has been supporting Australians for more than 100 years and its services are critical to the community – so we’re pleased to have played a significant role in streamlining and integrating the group’s 24 agencies into one,” said Veronica Mikhail, VP Marketing, SugarCRM.

“SugarCRM has helped Uniting achieve its new business goals by offering a flexible, adaptable and extensible software solution tailored to its specific business needs.”

About Uniting Vic.Tas

Uniting Vic.Tas is the community services organisation of the Uniting Church in Victoria and Tasmania and has been supporting Australians for over 100 years. The organisation comprises 7,000 skilled, passionate and creative people providing more than 770 programs and services across Victoria to Albury-Wodonga in the north, Mallacoota in East Gippsland, the Wimmera region in the west and throughout Tasmania. Uniting Vic.Tas provides services in early learning, aged care, employment services, disability and mental health, and alcohol and other drugs aged care.

To find out more about Uniting Vic.Tas, visit

Notes to editors:

About SugarCRM

SugarCRM enables businesses to create extraordinary customer relationships with the most empowering, adaptable and affordable customer relationship management (CRM) solution on the market. Unlike traditional CRM solutions that focus primarily on management and reporting, Sugar empowers the individual, coordinating the actions of customer-facing employees and equipping them with the right information at the right time to transform the customer experience.

To learn more visit or follow @SugarCRM.

NOTE: SugarCRM and the SugarCRM logo are registered trademarks of SugarCRM Inc. Third-party trademarks mentioned are the property of their respective owners.